A customer support team lead is in charge of managing a team and ensuring the success of the CS representatives. They are responsible for weekly coachings and meetings to help the reps meet their fullest potential in helping our customers. Daily tasks include but are not limited to team adherence, quality and assurance on reps phone calls, administrative work, escalated phone calls, building and promoting a responsible and unified team in order to give our customers the best experience possible.
Review accounts while able to listen to the customer.
Ensure trust in customer’s that have had problems with us.
Able to be self motivated and able to focus.
To be able to negotiate with a customer for a win win outcome.
Work well with others in the department.
Identify customer’s needs and be able to facilitate them.
Follow-up with customers.
Work well with other departments.
Other duties as mentioned in summary
Ability to communicate effectively, both oral and in writing, in the English language.
Ability to handle multiple tasks simultaneously.
Ability to negotiate effectively.
Working knowledge of Microsoft Excel.
Ability to write coherent and precise notes
Ability to work effectively with other departments and within own department.
High school education or equivalent.
Computer skills, Microsoft, Excel and Word.
At least one year of supervisor and call center experience
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Vivint - 2 years ago